PenFed Credit Union ATM - No Teller or Staff Support Available Eisenhower Ave, Alexandria

I bought CDs from PenFed multiple times, because they offer great rates - sometimes the best in the nation. Some of their processes are a little bit old fashioned, but that's OK. What is NOT OK is secret transfer limits. That's right; they limit transferring YOUR money out; the employees know what the limit is, but are literally not allowed to share the info with customers! I was able to figure out that the secret transfer limit was $30,000 per month, resetting on the 13th of each month. Separately, they have not-secret limits; for me, the limit was $5000 per day. Depending on the amount of your CD, it can take a LONG time to get your money out of PenFed, unless you wire the money out. I would be giving a lower rating, but a helpful employee's good attitude makes me feel that 4 stars is the right score.

I recently work at penfed eisenhower. They don’t give you proper training at all to handle people’s info. Worst part is I was hired as a contractor and told after 6 months, I would be hired permanently, my boss sharita sent out email in February that she will be holding employee evaluation, plus to discuss available open permanent positions , never happened. Two weeks from my contract being up, (end of may) thinking I would be hired. I reached out to her and that’s when told me all the positions have been filled and they are moving away from contractors. I just think that’s really unethical because then that gave me limited time to look for a new job and imagine if I never asked!!! Plus I noticed she plays favorite. She goes up to certain employees to say hi after not being in the office for months, first day back, she barely even acknowledged me but did others. She also secretly told certain employees to apply for the open positions ahead of time and hired them smh. I get she doesn’t want to micro manage but she always acts too important for job she’s paid to do

PenFed constantly breaks connections when trying to sync financial data using Plaid or Mint, Quickbooks, etc. Antiquated web design is exhausting to navigate. Can you please modernize your IT side to match the quality of the financial side?

I recently had my identity stolen, and Pentagon Federal Credit Union was the place that offered the thief both a loan and a bank account in my name. I had never before heard of PenFed or even visited Virginia. When calling PenFed to try to resolve the issue, I dealt with some of the worst customer service representatives I have ever dealt with in my life. The first (Aya or similar name) sounded new and asked me, "Oh, ma'am, you DO have an account with us. Did you forget?" when I'd already explained I did not. When finally transferred to their Fraud Department, the extremely well-spoken but terribly rude young male rep (I wish I had gotten his name because this man needs to be reprimanded) told me I needed to call Member Services, not Fraud, and give them my "account number." I told him I have no account number because I am a victim of fraud, so I cannot give them any account number. He told me again to call Member Services and to give them my information so they can give me my account number. I told him, "They're not going to give me an account number for an account I didn't open. What kind of financial institution hands out account numbers to strangers on the phone?" After having my identity stolen and waiting to get to the fraud department for 18 minutes, this man had the audacity to hang up on me. My next call got me to Danveer, the first customer service representative to actually help me. He finally listened to me and what I needed and verified my information. Surprise, surprise, some of my information did not match up, so he escalated my matter to the Fraud Department. I have since disputed this and escalated the matter to the FTC. In the meantime, I have to say that this experience was horrendous, and considering PenFed was the only financial institution (out of 5) that offered my identity thief accounts with the incorrect info, I would never dare to be their customer. Edit December 2021: Turns out even Danveer did not do his job correctly. I called PenFed again for an update a week later since I had heard nothing. The rep told me that while Danveer wrote notes that I called, he had NOT escalated the matter to the fraud department. I had to go through the process all over again. This institution is a joke.

Beware! Machines Rule! Common Sense Forbidden.If you happen to report more than three credit inquiries in the past six months, don't bother applying for a loan. No matter 824 FICO, $0 credit card balances, never a late payment on 16 accounts for 21 years, no mortgage and just a pair of collector car loans never late, not good enough to convince the Machine! Customer service: "That's our process." Too many credit inquires; not the brains to see that the credit inquiries were to replace higher interest debt just paid off, reducing the monthly debt service, thus creating an improved credit profile. Management of this institution has so little confidence in its senior people that even they are bound to be beholden to the Machine!

Employees went over and above to help expedite my needs. Blew Navy Federal CU in the weeds. NFCU Still doesn't have the account I need set up but PenFed did it in one day. Will be moving my banking here.

Couldn't ever get a payment request book on an auto loan after the first year. I never know what I owe or my balance. A terrible way to do business! Will be thrilled to end my business with this group!

I refinanced my car using Penfed CU and am very happy with the rate I got and the level of service I was provided. Would definitely recommend.

I just wish that the landlord would get a better contractor for snow removal from the parking lot and the entrance to the ATM

I started my Penfed Membership when I was 16 and have been a member for about 8 years now. When I first started I didn't have the credit rating to open a checking account or be approved for the loans, but I built my credit over time and when I was 20 had the 720+ credit score to switch all of my banking over. I called in and they ran my credit one time, got me set up with direct deposit on my new checking account, refinanced two car loans to their 1.99% online rate (even though I was over the phone and it should have been 2.99%), and sent my new platinum rewards credit card in the mail. The whole process took about 2 hours, but I was able to do it late at night after dinner from 7pm to 9pm. I used to have trouble getting my bank on the phone after long working days in the Army, but Penfed's customer service is open ridiculous hours. The month after I locked into the 1.99% interest rate, ran a 1.49% interest rate special for the month. I called in and asked to be lowered to the new rate and they approved it right away and sent new paperwork to fill out. I've never had a credit union or bank be so pro-customer that they would lower a rate just because I asked, and even though I already agreed to and signed the previous paperwork. Since I've switched my banking I've had no issues with Penfed customer service. I read some reviews online and thought that these people must be crazy! I've never had better customer service. Every other bank tries to nickel and dime you with fees and stupid high interest rates. I love making loan payments and watching my balances actually go down instead of just paying into exorbitant rates. I've saved so much money by switching to PenFed, and don't plan on switching my banking to any other organization, and certainly won't get a car loan through anyone else. Some of their other loans are less than competitive, like boat/RV/motorcycle, so I'll probably shop those around, but as far as checking, savings, credit card, and car loan, they'll have my and my family's business.